Support, your way. Another industry first.

#1 in Customer Loyalty, 9 Years in a Row

Accelerating your Business Outcomes through Superior Customer Support

Informatica recognizes that the success of your enterprise data integration strategy depends not only on the strength of the software, but also on superior timely service and support. No matter how your software is deployed – in the cloud, on-premise or in a hybrid fashion — you’ll receive the same superior level of support that you’ve come to expect of us.

"Thank you for the wonderful support you have provided TVA in implementing Power Exchange. Your willingness to always listen to our issues and then quickly provide a solution is something I have not experienced with many vendors. Thank you for your dedication, knowledge and patience on resolving these issues. You always made us feel TVA was a top priority with Informatica and it is greatly appreciated. We would not be where we are today without your help!"

— Teri Cadem, Data Warehouse Manager, Tennessee Valley Authority

Our solution is not one-size-fits-all. We tailor our Support program to meet your needs.

Informatica Global Customer Support Programs are designed to provide your organization with the support you need, where and how you need it. Choose from three levels of Support

Standard SupportBasic support for non-critical implementations
This is an entry-level support program. You will have full access to content-rich, self-assist facilities to guide you through any situation.

Enterprise SupportFocused support for Implementations spanning multiple geographies
Tailored for medium to large enterprises, this program provides 24x7 access to our support staff globally for critical issues covering you against costly downtime

Mission-Critical SupportRecommended for large enterprises and Integration competency centers (ICCs) to meet complex business requirements
Mission Critical support is designed for customers running multiple projects where latency and performance are key success factors.

All support levels include:

Access to the online Knowledge Base containing more than 50,000 articles and over 750 support videos

Ability to raise cases through mysupport.informatica.com, Informatica’s award-winning personalized customer support portal at any time

Periodic maintenance releases as and when they are generally available

Major product releases with options currently licensed

Patches or emergency bug fixes on critical production issues

To support your organization's current and future data integration challenges, Informatica is continuously innovating. We research the software support market continuously to incorporate the latest advances into our business process. We also innovate organically by listening to your feedback at every opportunity to further strengthen our best practices.

Informatica recognizes that the success of your enterprise data integration strategy depends not only on the strength of the software, but also on superior, timely service and support.

Our solution is not one-size-fits-all. We tailor our Support program to meet your needs.

Standard Support:Entry-level support for non-critical implementations
Standard support is an entry-level support program for implementation of Informatica products for projects that do not span more than one time zone and only require support during normal business hours. You’ll have full access to content-rich, self-assist facilities to guide you through any situation.

Enterprise Support:Focused support for Implementations spanning multiple geographies, offering 24X7 support for critical issues
Tailored for medium- to large-scale enterprises, the Enterprise Support program provides 24x7 access to our support staff globally for critical issues, significantly mitigating against costly downtime. In addition the full suite of Standard level support, the Enterprise support level provides access to our new advanced, intelligent algorithm that monitors Case activity in context and pre-emptively alerts support leadership of situations requiring their direct attention.

Mission Critical Support:Proactive services that go far beyond conventional support to meet complex business requirements of mission-critical applications. Recommended for large enterprises and Integration competency centers (ICC’s).
Mission Critical support is designed for customers running multiple projects where latency and performance are key success factors. This level provides all of the services of Enterprise support providing the option for a designated engineering team within the Informatica support organization. In addition, for those customers who have made significant investment in Informatica products, Informatica will provide a Customer Success Manager to help accelerate product adoption and drive greater success.

Value-Added Support Services

We’re also pleased to announce the following additional service components:

Predictive Escalation

Critical Milestone Support

During critical activity or a project milestone, this service will add confidence and help mitigate risks during periods of change.

Informatica Competency Center (ICC) Enablement

To help you, Informatica has developed a program to pass knowledge from our own skilled and experienced support engineers to one or two key individuals by inviting them to one of our own support centers. It’ll help your team gain resolve problems faster and more effectively.

Checkpoint Services

Installation & Upgrade Checkpoint Services
With the expertise gained from past customer implementations and engineering interactions, we can provide effective ways to track installations and upgrades.

Implementation Checkpoint Service
Implementation Checkpoint is a proactive service that accelerates successful implementation. It provides a predictable, consistent implementation of your solution and verification of its operation.

Informatica DiscoveryIQ

Informatica DiscoveryIQ gives you a comprehensive view of your product usage and consumption. Its built-in intelligent quantitation brings contextual recommendations and best practices based on your product usage, anomalies, and overall interaction history with Informatica.

With DiscoveryIQ, you can –

Accelerate ROI on your Informatica investments

Optimize product performance and usage

Reduce TCO with effective environment management

Adopt to proven best practices in implementation

"Informatica Global Customer Support has played an integral part in the successful rollout of data integration initiatives at Nike. During the years they continue to deliver more value through their innovative, timely service and support offerings and succeed in being trusted advisors to us and their broader customer base."

— Steve Dennis, Director ICC, Nike

Informatica recognizes that the success of your enterprise data integration strategy depends not only on the strength of the software, but also on superior, timely service and support.

Unlock the potential of your cloud investments with Informatica Global Customer support services.

Service Highlights

Rapid response times for your most critical needs

Faster value realization

Reduced implementation risks

Accelerated adoption success through best practices

Our solution is not one-size-fits-all. We tailor our Support program to meet your needs.

Standard Support:Basic support for non-critical implementations
Standard support is the most basic of the Informatica cloud Support packages. Customers get web-based support with access to our online support portal where you can view our knowledge articles and collaborate with other customers. Cases that are not Severity 1 will receive 2-day responses. (There are no guaranteed response commitments for standard level of service.)

Enterprise Support:Proactive services that go far beyond conventional support to meet complex business requirements of medium to large enterprises; ultimately, accelerating adoption, mitigating project risks and reducing TCO.
Tailored for medium to large enterprises, this program provides 24x7 access to our support staff globally for P1 issues, significantly mitigating against costly downtime. In addition to the full suite of Standard level support, the Enterprise support level provides comprehensive value bundling of our most sought after service offerings.

Mission Critical Support:Recommended for large enterprises and Integration competency centers (ICC’s) to drive value in hybrid environment where customers have both on premise and cloud investments.
Mission Critical support is aimed at customers with multiple projects in a hybrid environment where latency and performance are key factors to the success of a project. This level provides all of the services of Enterprise support and additionally provides Adoption benchmarking service which provides you with ability to track feature usage, resource usage and adoption of various cloud services to help you benchmark your organization against similar customers.

Value Added Support Services

We’re also pleased to announce the following additional service components:

Predictive Escalation

Critical Milestone Support

During critical activity or a project milestone, this service will add confidence and help mitigate risks during periods of change.

Upgrade Checkpoint Service

To take the guesswork out of upgrades, Informatica Cloud Upgrade Service helps you guarantee a seamless upgrade experience by combining predictive analytics and timely notifications with our outcome-focused support team.

Adoption Benchmarking

Benchmarking helps you understand how to maximize your Informatica cloud investments, track usage, and see how your adoption compares to organizations of similar size. You can optimize tasks across peak and non-peak load times, manage security with user audits, and much more.

Informatica DiscoveryIQ

Informatica DiscoveryIQ gives you a comprehensive view of your product usage and consumption. Its built-in intelligence brings contextual recommendations and best practices based on your product usage, anomalies, and overall interaction history with Informatica.

Customer Success Services

To get the most value from your Informatica cloud investments, customer success managers will help align Informatica products with your technology and business drivers and initiatives.

Benefits include:

A dedicated, single point of contact during the onboarding process

Expert review of customer project objectives and delivery milestones

Best practice and architecture sessions from experienced Informatica professionals

"Informatica customer service is by far the best customer service I have ever dealt with in my life! Thank you for all your help and support!"